Client Success Manager (Regulated)

Job Description:

We are champions for meaningful progress and we strive to be a force for good—for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all. ICUC is an agency of dentsu.

What Awaits You:

As an ICUC Regulated Client Success Manager (CSM), you are at the front line, delivering best-in-class account management to ensure our clients achieve their goals. Your mission is to retain and grow their business by identifying and implementing the ICUC products and services that will help them recognize value and meet their goals. You will work closely with the people on the revenue and operations teams, in addition to your Director, to grow and retain your accounts.

The role requires you to be a confident self-starter with strong project management and budgeting skills. We value entrepreneurial thinking and the pace of our business requires a focused, get-on-with-it attitude. You must bring an enthusiastic business ethic, a service-oriented ethos and be a team player who can work independently and collectively in a unique virtual environment.

You will work with global pharmaceutical and healthcare companies, operating as the primary client contact and working with senior client stakeholders. These encompass a range of services, from pure moderation work with a focus on safety and brand protection, to full implementation of engagement, insights and creative strategies. You will be working with sophisticated clients, so you will need to be a strategic thinker whose knowledge of social media and digital technology trends will be at the heart of your ability to respond creatively to client briefs, ensuring ICUC is their go-to expert.

ICUC Responsibilities: 

• Account management experience with responsibility for major brands and/or Fortune 1000 pharmaceutical, heathcare, and other brands within the regulated industry, operating as a primary client contact and working with senior client stakeholders.
• Advising clients on social media strategy in regards to digital healthcare standards
• Grow the value and long term value of your assigned accounts
• Deliver regular client quarterly reviews, status meetings and presentations while also keeping clients up-to-date on new ICUC products and services
• Advising clients on social media strategy by working with ICUC’s Strategy and Insights teams
• Work closely to ensure our quality of service meets ICUC standards for our accounts
• Be responsible for overseeing and guiding clients through any updates concerning Pharmaceutical social media regulations
• Support in the set-up and implementation of social media projects as required.
• Keep Salesforce Opps and Projects up to date and work with others on proposals and SOWs
• Work in partnership with other client agencies – media, creative, PR, etc.
• Contribute to new business pitches
• Work with senior management to shape ICUC’s strategic offer

What You Bring:

• Minimum 3 years of social media, agency, & enterprise client experience
• 3-5 years Account Management Experience; 1-2 years with Regulated/Healthcare clients
• Pharmaceutical client experience is a must and you should have a proven strong grasp of this industry
• Proficient experience and knowledge working in organic social media is required. Additional experience with paid social is considered beneficial.
• Experience with community management, strategy, and Adverse Event reporting, in addition to experience with Sprinklr, Khoros, and Sprout is preferred.  
• Strong organizational abilities and time management skills with the ability to plan, prioritize, monitor, & respond to changes quickly in a fast paced, entrepreneurial environment. 
• Must possess proficient collaborative skills. 
• Must be able to problem-solve effectively
• Workable understanding of regulated organizations for advertising and digital promotion. 
• Awareness of current social media trends and thorough understanding of pharmaceuticals and healthcare industry business trends to advocate best practices
• Must possess proficiency with MS PowerPoint and MS Teams.

Technical Experience/Education Qualifications

• Education: Digital/Social Marketing, Public Relations, Communications, Public Affairs, or related field, preferred, but we will accept equivalent experience as a substitute
• Must be able to speak and write in English; Additional languages are considered an asset
• Must utilize a desktop computer or laptop meeting the minimum system requirements:
  • • Running the latest version and update of the Operating System.
    • 8GB of RAM or more.
    • Must have an active and updated version of an anti-virus software and ad-blocker.
  • Must subscribe to high speed internet - minimum 30 mbps, or higher.
  • Must have adequate headset/mic and webcam for team and client video calls
  • Proficient computer literacy proven through work experience in software applications, spreadsheet tabulations, social media coordination, etc.
• Some travel may be required for onsite client visits (valid passport or travel documents are required)

Additional information:

Vacancy: Is this posting for the purposes of filling an existing vacancy? Yes

The salary range is $70k-$80k USD. Actual hourly pay within the hourly range will be based on a variety of factors including location, relevant experience, knowledge, and skills.

AI Disclosure: [dentsu] utilizes artificial intelligence tools as part of its recruitment process, as during the sourcing and screening stages. All other parts of the dentsu application and hiring processes do not utilize artificial intelligence tools.

At dentsu, we believe great work happens when we’re connected. Our way of working combines flexibility with in-person collaboration to spark ideas and strengthen our teams. Employees who live within a commutable distance of one of our hub offices, currently located in Chicago, metro Detroit, Los Angeles, and New York City, are required and expected to work from the office three days per week (two days per week for employees based in Los Angeles). Dentsu may designate other Hub offices at any time. Those who live outside a commutable range may be designated as remote, depending on the role and business needs. Regardless of your work location, we expect our employees to be flexible to meet the needs of our Company and clients, which may include attendance in an office

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